Call Center Agent

VisionFund Tanzania Microfinance Bank Ltd (VFT MFB) formerly known as SEDA is a fast growing and reputable Micro Finance Bank (MFB), has a loan book of more than TZs. 44 billion and more than 60,000 customer base, more that 5,000 of them being small holder farmers. VFT-MFB is seeking to employ a dynamic and committed Tanzanian young men & women who have passion for people’s economic development to fill in the vacant position detailed here below;

Work Reference No. 32/25

Job Purpose

Call Center Agent serves as the primary point of contact for customers, providing effective and efficient customer service and support. Call center agent is responsible to addressing inquiries related to customer accounts, loans, digital banking platforms, resolving issues, providing feedback to customers and enhancing customer satisfaction by focusing on ensuring a positive customer experience, improving business operations and driving revenue while ensuring compliance with bank policies and financial regulations.

Responsibility:

• Handling Customer Inquiries
• Respond to inbound customer calls, address inquiries, and provide accurate information on products, services, and policies.
• Record all inbound & outbound call regarding customer interactions, complaints, and feedback in the call center system and ensure timely follow-up or referral to the responsible department.
• Problem Solving & Customer Complaints Resolutions
• Identify customer issues, provide appropriate solutions, and offer technical support where applicable.
• Escalate unresolved issues to the relevant branch or business center and ensure customers receive feedback on their cases.
• Promotion of Products and Services (Tele-Selling)
• Answer questions, persuade potential customers, and meet set sales targets while maintaining quality standards.
• Follow Sales scripts and Bank Communication Guidelines.
• Reconciliation
• Match payments from the NLS system with the suspense account, verify client payment details, and correct discrepancies.
• Confirm and log accurate transaction information using T24–VisionFunds systems.
• Loan Recovery
• Make follow-up calls to clients with overdue payments, verify reasons for non-payment, and agree on repayment timelines.
• Identify possible fraud cases and prepare daily recovery reports for management.
• Conducting Quarterly Surveys
• Conduct surveys to evaluate client satisfaction and measure the social and financial impact of VFT’s services.
• Focus on exited clients with good repayment histories to gather feedback for product and service improvement (Customer Satisfaction Survey).
• Collect and analyze data on how VFT services have influenced clients’ livelihoods and families (Impact Surveys).

Core Competencies Required:

• Excellent customer service and customer experience management skills.
• Strong communication and sales abilities suited to diverse customer backgrounds.
• Proficiency in Microsoft Office and call Center software tools.
• Smart, neat, and presentable appearance with a professional attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Strong interpersonal skills to facilitate clear communication between customers, staff, and other departments.

Qualifications:

Bachelor’s degree or diploma in equivalent experience in business, finance, Customer Care or related field preferred.

• Previous experience in a banking or call Center environment is an advantage.
• Strong communication, problem-solving, and multitasking skills.
• Knowledge of commercial or microfinance banking products and digital banking systems.
• Proficiency in CRM and call Center softwares.

About our working environment & organization culture:

VisionFund Tanzania Microfinance Bank has a calm and harmonious working environment where staffs are highly valued. Good work is recognized and rewarded accordingly and there is an opportunity to grow professionally and spiritually.

VisionFund Tanzania Microfinance Bank takes our Safeguarding responsibilities seriously and is committed to providing an environment that is safe from harm or abuse for adults, including clients, as well as children.

Candidates will undergo criminal record and background/ reference check prior to employment.

Female applicants are particularly encouraged to apply!!

Mode of Application:

Interested and suitably qualified individuals should;Forward their application letter, attaching certified copies of their academic and professional certificates, detailed CV’s with three referees and National ID to application@vftz.co.tz

All applications should be addressed to;The Chief Executive Officer,VisionFund Tanzania Microfinance BankLimited P.O. Box 1546, Arusha, TANZANIA.

The position should be the subject of the email application.

The deadline for the application is on 11th November, 2025.

N.B. Only short-listed candidates will be contacted.

DisclaimerVisionFund Tanzania Microfinance Bank would like to inform the general public that it has not engaged any consultant/agent to conduct recruitment on its behalf.